The purpose of this exciting and challenging position includes handling all claims management and insurance matters for the terminal as well as for the pre-gate documentation department. The position acts as the terminal’s claims and documentation officer and is expected to drive the implementation of claim procedures and the container export and import release processes in the terminal.
Responsibilities
- Establish the department as the first point of contact when receiving notice of claim-related matters
- Ensure the department handles and processes claims received as well as supports Operation and other relevant departments with the necessary information for proper investigation
- Customer claim processing, reporting, and procedure compliance facilitation. This may include implementing new procedures that will serve as “check and balance” to eliminate further claims
- Handle the joint surveys in a reliable, fair, and transparent way, ensuring the company is being properly represented
- To design and ensure the procedures for registration, validation, and release for drop-off and loading of export containers are in place and being strictly followed
- To design and ensure the procedures for discharge and delivery of import containers and cargo are by the local requirements and obligations demanded by the customs and other concerning authorities’ regulations
- Implement and secure a solid procedure along with finance to ensure all containers leaving the terminal have the terminal fees, duties and taxes properly settled prior to issuing of gate permit
- Act as an active player by leading the appointment system implementation in conjunction with operational departments at a later stage
- Establish KPIs to measure the performance of the Pre-Gate department and keep it a sustainable challenge among all Pre-Gate team members
- To ensure the department has processes and procedures properly described for all activities performed and that the team members are properly trained on them
- Establish in conjunction with HR the training matrix and the specifications for all positions within the department as well as guarantee a solid training schedule to cover all requirements
- Ensure all team members have a standard approach related to effective and respectful communication with customers, working time on their needs, and making sure their queries and requests are attended to and followed up with the team
- Ensure all emails and phone calls are being responded timely
- Escalate any challenges encountered that cannot be solved on your level of decision
Qualifications
- Bachelor’s Degree in University degree in law, business administration, Supply Chain & Logistics or equivalent
- Minimum 03 years experience in the container and port industry
- The position requires a professional standard of knowledge to lead teams through functional/general expertise in Container terminal activities.
- Have a good command of both written and spoken English
- Highly skilled in the use of Microsoft Office
- Strong negotiation and stakeholder management skills (internal and external), business savvy
- Commercial mindset, drive to deliver high-quality results, high level of integrity
- Team player and ability to work across other workstreams to achieve results
- Meet daily challenges with a positive and open mind
- Demonstrate a customer-oriented attitude and is proactive in customer communication
- Define and encourage high standards of performance
- Strong communication skills, including active listening and clear articulation
- Ability to solve problems and alleviate conflicts or escalate tactics fully
- Ability to multitask, manage time, and prioritize